As far as i learn from ITIL, to set incient priority we need to define the impact and urgency values. How can I automate the process of defining the values of both urgency and impact so, the priority will be calculated automatically by my tool.

As far as i learn from ITIL, to set incient priority we need to define the impact and urgency values. How can I automate the process of defining the values of both urgency and impact so, the priority will be calculated automatically by my tool.

Salwa

Hi,

I have the same problem as you, and, the way I chose to surpass the problem was applying the following formula:

x*Impact + y*Urgency, where x and y are values defined by the organization, in my case i choose: x=2/3; y=1/3 (configurable...).

kim thankx for replying
but the formela need the impact and urgency input from end user , which i dont want .. atleast i should makes the impact within service desk hand, because they are the onoly people know how much the incident have impact on business service.

salwa, in my experience you can't make the assessment of impact and urgency completely independent of the user. You'll always have the user trying to push it.

But some basic rules can be set around impact, like:
multiple sites, all services down - impact high
more than one user affected, or multiple services down, or a critical business function unavailable - impact medium
one user, one service affected but not completely unavailable - impact low

no workarounds, critical functions affected, in a critical period - urgency high
some workarounds - urgency medium
user can still get job done - urgency low

Obviously you need to be more precise with the rules - those are only examples - and make them relevant to the number of users, sites and services you have. You could also have more levels.

The issue may come that if you don't have "critical business functions" (ie critical features of services) and "critical business periods" defined in your CMDB or service desk tool, you'll have to get that from the user - and you'll be back where you started.

The issue may come that if you don't have "critical business functions" (ie critical features of services) and "critical business periods"

As far as I understand is that I need to have a tool beside the incident management "at this moment" that will work as the point where the impact value will be assigned automatically based on 1) number of duplicated incident so , will find out number of affected people, 2) the number of location that reporting the same incident, so we will find out the scope of the incident.
I wana know if what I am thinking on is right...!

IF you can answer undisputed questions when logging the incident, like
- how many users that you know of are affected?
- which functions of the service are not working?
AND you have the "critical" functions defined, as well as the critical periods for the business, THEN the tool could calculate impact using rules like the ones I suggested.

If you don't have that understanding you'll have to give some authority to the end-user calling it to say what the impact is. This is normally what happens!